how to make sure the right quality is delivered by my translation vendor? (sabine rioufol, ebay)

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MANAGING HIGH QUALITY EXPECTATIONS FROM HT VENDORS

MANAGING HIGH QUALITY EXPECTATIONS WITH VENDORSOctober 14, 2015SABINE RIOUFOL

Ht q2 quality results overviewData provided by our main Translation vendor

Volume by LanguageLANGUAGE2015 Q2PTBR86,780HK17,252NL42,173NLBE19,583FR128,640FRCA41,881DE144,222IT95,624ESLA87,859PL94,729RU94,410CN47,362ES114,689

Done

EvaluationsQ2 QA Success Rate: 99.86%MonthFAILPASSGrand TotalApril0211211May1277278June0247247Grand Total1735736

HOW DID WE GET THERE?Its all about partnership and the incentive to do well

WE SET UP OUR VENDORS FOR SUCCESSLINGUA LEADS (LLs) :

-> TWO LLs REVIEWERS PER LOCALE LLs QUALIFIED BASED ON EXPERIENCE AND TESTED IN REAL TIME TEST EVALUATION PERFOMED BY OUR IN-HOUSE LINGUISTS - > TOP NOTCH REVIEWERS SYSTEMATICALLY ASSIGNED TO OUR PROJECTS

TRAINING :-> EACH NEW LINGUA LEAD IS TRAINED BY MOST EXPERIENCED COLLEAGUES ON THE VENDORS SIDE-> EBAY LANGUAGE SPECIALISTS ALSO TRAIN THEIR LLs ON NEW PROCESSES AND MAJOR CHANGES (STYLE GUIDE REVAMPS, NEW FEATURES, USE OF VARIABLES)

COMMUNICATION:-> QUARTERLY CALLS SCHEDULED FOR EACH LOCALE WITH A PRE-ESTABLISHED AGENDA MINUTES AND ACTION ITEMS FOLLOWING THE CALL

QUALITY EVALUATION-> FEEDBACK PROVIDED ON DYNAMIC AND STATIC CONTENT - FEEDBACK METRICS (PASS/FAIL) COMMUNICATED TO OUR VENDORS ONCE THE PROJECT IS REVIEWED OVER A FEW WEEKS, OUR EXPECTATIONS ARE MADE CLEAR TO ANY NEW VENDOR WE ON-BOARDMANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS 6

Evaluation criteria and processOur vendors are financially accountable

EVALUATION CRITERIA ESTABLISHED IN OUR SLA

MANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS8

EVALUATION CRITERIA ESTABLISHED IN OUR SLAMANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS9

PENALTIES - EXAMPLEMANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS10

PENALTIES - EXAMPLEMANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS11

NEXT STEPSWhat we are working on

COMING IN 2016

TOOLING TO GENERATE AUTOMATED ERROR ANALYSIS AND DATA CAPTURE DURING HUMAN REVIEW

MANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS13